Experteer Overview In this role you will lead efforts to improve the end-to-end customer experience across all touchpoints. You will run customer research to uncover needs and opportunities, and translate insights into actionable improvements that boost loyalty. You’ll manage CX initiatives with cross-functional teams and measure impact using key metrics like NPS and CSAT. You will train staff, share results with senior leadership, and foster a customer-first culture across the organization.Compensaciones / Beneficios
- Lead customer research to identify needs, expectations and improvement opportunities
- Monitor CX metrics (NPS, CSAT) and translate data into actionable improvements
- Analyze and optimize the customer journey across channels for consistency and excellence
- Manage projects to convert opportunities into strategies and concrete actions with cross-functional teams
- Lead issue resolution to proactively address customer concerns
- Foster a customer-centric culture and promote cross-team collaboration to enhance service
- Stay updated on industry trends and best practices to maintain competitive edge
- Provide staff training and resources on customer service best practices
- Prepare monthly senior-management reports with performance insights and recommendationsResponsabilidades
- unknownRequisitos principales
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